Assistant Front Office Manager
HILTON GARDEN INN MIAMI DOLPHIN MALL Miami
Join our team!
At Hilton Garden Inn & Homewood Suites Miami, Dolphin Mall we are searching for highly-motivated individuals who enjoy working in a fast-paced environment. The ideal candidates should be passionate about providing a high-quality service.
Job Purpose: The Assistant Front Office Manager supports the Front Office Manager in overseeing all front desk and guest service operations to ensure seamless, welcoming, and efficient guest experience.
Job Responsibilities:
- Assist in recruiting, training, coaching, and supervising front desk staff, receptionists, concierge, and reservation agents.
- Schedule staff coverage, monitor attendance, and conduct performance evaluations.
- Foster a high-energy, guest-centric culture and provide on-the-spot feedback and recognition.
- Oversee check-in/check-out processes, reservations, room assignments, and guest billing.
- Upsell rooms and ancillary services to maximize revenue and guest satisfaction.
- Monitor front desk standards, appearance, and service delivery to ensure consistency with brand guidelines.
- Address escalated guest requests and complaints promptly, professionally, and with a focus on guest recovery.
- Maintain strong relationships with VIP guests and ensure personalized service.
- Collect and respond to guest feedback, implementing corrective actions as needed.
- Identify opportunities for upselling, promotions, and loyalty initiatives.
- Coordinate with Housekeeping, Maintenance, Security, and Food & Beverage to ensure smooth operations and guest satisfaction.
- Manage guest room statuses (dirty/clean, inspect before check-in, handle room changes).
Job Qualifications:
- Experience: Minimum 1–2 years in front office/guest services with prior supervisory or team-leading responsibilities.
- Proficiency with Property Management Systems (PEP) and MS Office; basic accounting and reporting skills.
- Language: English and Spanish
- Flexible to work shifts, weekends, holidays as required.
- Excellent communication and interpersonal skills
Education
HS Diploma or equivalent.
Experience
Experience: Hilton experience required; 1–2 years in front office/guest services and prior supervisory or team-lead experience.
Job Type
Full-Time
Benefits- Accrued Vacation
- Holiday Pay
- Health Insurance
- Dental/Vision/401k
- Discounted Hilton Hotel Stays
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